Tesla
Technical Support Engineer, Residential Tier 2
Tesla, Buffalo, New York, United States, 14266
The Residential Tier 2 team use critical thinking and product knowledge to provide engineer-level support for Tesla's solar, storage, and home charging products. A primary focus of this role is to support to Internal Technical, Engineering, and Field Service teams by case management platforms, email, and chat platforms. Concerns and projects that find their way to Tier 2 range from medium to high complexity, requiring substantial knowledge, thought and creativity to solve.This role is for experienced engineering-minded individuals who find great satisfaction in learning and overcoming technically challenging situations. Candidates for this role will become true subject matter experts in all areas and products related to Residential Tier 2 scope of work. An expectation for this role is to identify process and system efficiency gaps or opportunities in the technical support organization. Candidates will be responsible to propose creative and impactful ideas or initiatives in a structured, organized way to improve the technical support organization. In addition to supporting escalations, the ideal candidate will act as a liaison and/ or initial project manager to communicate needs for these projects to the appropriate parties.This is an exciting, fast-paced and rewarding role, and a fantastic opportunity to dig deep into Tesla's innovative energy transformation products while collaborating with some of the most talented people in the world.
Responsibilities
Follow best practices working through group-based ticketing queues and live chat help requests in case handling, follow-up, and documenting interactions or and work performed with great detailUnderstand and troubleshoot proprietary power electronics systems, their supporting components, and software logsRead and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placementUtilize command line interface to connect to devices, download logs and edit text files (Linux, SSH, SCP, VI)Collaborate with Engineering teams to assist in root cause analysis (RCA) effortsIdentify trending issues, collect information and report findings to Leadership and Engineering teamsIdentify process and knowledge gaps and submit feedback that leads to better training and resourcesRequirements
Bachelor's Degree in a Technical, Engineering or Computer Science field, or a minimum of 5+ years experience in a Tier 2 or Technical Support Engineer role, or equivalent experienceUnderstanding of electrical theory (e.g., metering, energy flow, power factor, and phase rotation) with emphasis on AC/DC power systems or other electronic systems, devices and componentsStrong knowledge of OSI and TCP/IP networking concepts with practical experience in troubleshooting networking equipment and configurations.Experience using Linux, SSH, or other terminal/command line interface for various tasksExperience and understanding of customer service, technical support, and engineering environmentsAbility to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited directionStructured and professional written and verbal interpersonal communication skillsCompensation and BenefitsBenefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deductionFamily-building, fertility, adoption and surrogacy benefitsDental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contributionCompany Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSAHealthcare and Dependent Care Flexible Spending Accounts (FSA)LGBTQ+ care concierge services401(k) with employer match, Employee Stock Purchase Plans, and other financial benefitsCompany paid Basic Life, AD&D, short-term and long-term disability insuranceEmployee Assistance ProgramSick and Vacation time (Flex time for salary positions), and Paid HolidaysBack-up childcare and parenting support resourcesVoluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insuranceWeight Loss and Tobacco Cessation ProgramsTesla Babies programCommuter benefitsEmployee discounts and perks programExpected Compensation
Associate Field Support Engineer - $57,800 - $86,700/annual salaryField Support Engineer - $68,000 - $102,000/annual salarySr Field Support Engineer - $81,600 - $122,400/annual salary+ cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
Responsibilities
Follow best practices working through group-based ticketing queues and live chat help requests in case handling, follow-up, and documenting interactions or and work performed with great detailUnderstand and troubleshoot proprietary power electronics systems, their supporting components, and software logsRead and understand single-line diagrams as they pertain to PV and storage systems as well as load and meter component placementUtilize command line interface to connect to devices, download logs and edit text files (Linux, SSH, SCP, VI)Collaborate with Engineering teams to assist in root cause analysis (RCA) effortsIdentify trending issues, collect information and report findings to Leadership and Engineering teamsIdentify process and knowledge gaps and submit feedback that leads to better training and resourcesRequirements
Bachelor's Degree in a Technical, Engineering or Computer Science field, or a minimum of 5+ years experience in a Tier 2 or Technical Support Engineer role, or equivalent experienceUnderstanding of electrical theory (e.g., metering, energy flow, power factor, and phase rotation) with emphasis on AC/DC power systems or other electronic systems, devices and componentsStrong knowledge of OSI and TCP/IP networking concepts with practical experience in troubleshooting networking equipment and configurations.Experience using Linux, SSH, or other terminal/command line interface for various tasksExperience and understanding of customer service, technical support, and engineering environmentsAbility to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited directionStructured and professional written and verbal interpersonal communication skillsCompensation and BenefitsBenefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deductionFamily-building, fertility, adoption and surrogacy benefitsDental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contributionCompany Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSAHealthcare and Dependent Care Flexible Spending Accounts (FSA)LGBTQ+ care concierge services401(k) with employer match, Employee Stock Purchase Plans, and other financial benefitsCompany paid Basic Life, AD&D, short-term and long-term disability insuranceEmployee Assistance ProgramSick and Vacation time (Flex time for salary positions), and Paid HolidaysBack-up childcare and parenting support resourcesVoluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insuranceWeight Loss and Tobacco Cessation ProgramsTesla Babies programCommuter benefitsEmployee discounts and perks programExpected Compensation
Associate Field Support Engineer - $57,800 - $86,700/annual salaryField Support Engineer - $68,000 - $102,000/annual salarySr Field Support Engineer - $81,600 - $122,400/annual salary+ cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.